Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/28/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted **** customer support as my address is listed incorrectly in their system. A member of there customer support team reached out with the following response, Thank you for contacting ****! (A Global Payments Company).We apologize for the inconvenience, but for your address to be corrected you must contact your property management company, **********************. You may reach them at **************.My concern, if data is incorrect in their system, why does the client/customer required to reach out or correct the issue. My property management company has my address correct, Zego does not. What poor customer service that they require their users to correct/resolve data integrity issues in their systems. I refuse to correct an issue on behalf of a company who doesnt sign my paycheck.

  Business Response

  Date: 11/29/2023

  Hello ******,

  We sincerely apologize for any inconvenience or frustration. We take resident satisfaction seriously and we appreciate you providing feedback on your recent experience. While we understand that having to reach out to your property management company to resolve the issue is frustrating, it is the only way to get the correction made.Your property management company currently does not have a property listed for ******************************** may be why 502 Regulator North was chosen when the account was registered on the 28th, instead of *************************, and only your property management company has the authority to add or request properties be added to their account. Since your correct address is not a selectable property, we are unable to make any corrections to your account and is the reason why you would need to contact the management company directly. It may be that the management company intended that this property be used for your account, since there is a corresponding account number, ********, associated with the property, however, as we are only the third party that they use to facilitate online payments, we can not presume to know what their intentions were. For this reason, you would need to contact ********************** to confirm your account was originally registered correctly, and if not confirm how to proceed since your correct property is not an available option. 

  Warm regards,The Zego Team

   

  Customer Answer

  Date: 11/29/2023

  This is unacceptable. Sorry, I am not happy with the level of support. I am not going out of my way to fix or correct their system. That is not my responsibility. For all I care, they can keep it wrong. When my lawyer gets involved and finds that theyve been intentionally contacting a null/void address not associated to me then I wont be responsible for payment, I bet they would quickly correct it. Keep it incorrect, lets see what happens.

  Business Response

  Date: 11/29/2023

  We are sorry to hear that, but unfortunately, there is nothing that Zego can do on our end to rectify the address on your account. The only remedy to the issue at hand is what we had provided in our earlier response. As the use of our service is generally optional, and merely a way to make payments online, it would be up to you, the user to decide whether or not to proceed with use of the online account, or see what alternate payment channels the managing company offers. 

   

  Warm Regards,

  The Zego Team

• Initial Complaint

  Date:10/19/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ZEGO is charging me excessive fees on their payment portal. They charge a $5.00 set-up fee on top of a $6.00 payment processing fee, and then another $3.50 payment processing fee for a $14.97 payment. That equals 97% in fees to make a payment. I don't believe anyone would consider this to be an acceptable and fair business practice in *****************. I called **** and spoke to the highest level manager they would let me talk to. The Zeho representative's name was ******* and she was very rude and said that she thought the fees were fair and normal. I asked to have an alternative way to pay to avoid the excessive charges and she said there were no other options. If anyone reads this complaint and is about to sign a lease anywhere in ***************** please check if the landlord uses ZEGO for rent and utility payments, if they use ZEGO do not sign the lease or you will be taken advantage of and will have no recourse except to complain to the BBB about their unfair business practices! Shame on you Zego for taking advantage of people!

  Business Response

  Date: 10/19/2023

  Hello *******,
  Thank you for taking the time to write us with your concern.  **** works with each property management company individually to set up their fee structure and payment method options for their residents. Typically, there is a flat fee for e-check transactions and a percentage-based fee for credit and debit card transactions. It is up to each property management company whether they will incur or pass along the processing fees to their customers (residents). Additionally our fees are industry standard, and the use of our service is general optional, however it is up to the property/management company in determining what options they make available to their residents.  If you would like, you *** also contact your management company directly to see if you have any other payment options available to you that *** have a lower , or no service fee.

  
  Please give us a call at ************, or open a support case at *************************************************** if you have any additional questions
  Warm regards,
  The Zego Team

  Customer Answer

  Date: 10/19/2023

  The fees Zego charges are not standard! Charging 97% processing fee to a student should be looked into by regulators. Anyone who doesn't want to be taken advantage of should be aware of these outrageous fees that Zego charges  Shame on you Zego!!

   

  Business Response

  Date: 10/20/2023

  Since Zego works with each property management company  to set up their fee structure and payment method options for their residents, we can only suggest that you contact your management company directly to see if you have any other payment options available to you that *** have a lower , or no service fee.

  Warm Regards,The Zego Team

   

• Initial Complaint

  Date:10/13/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved into a new apartment in August. I went to setup the autopay system and it wouldn't let me select the 1st or 2nd days of the month so I resorted to the 3rd. It paid my September rent on time. But on October 3rd it did not pay. The *** had charged their normal amount on the 1st. My maximum payment had a limit of $1000, well above the estimated $650 I normally would pay. With late fees, my bill was $825. I checked on October 4th and saw I had been charged late fees due to lack of payment. I went ahead and paid manually as to avoid eviction in 3 days of non-payment. I visited with the site's manager that evening. We both have the same record of the billing and both saw my autopay was still scheduled for October 3rd, 2023...despite it being past that date.I contacted Zego, the payment service the *** uses, to see what could have caused the error. They have been giving me responses and explanations that are clearly false. They say the billing was made later than the scheduled payment. They said the billing was more than my payment allocated. They say my autopay should be set for the 1st. I have sent screenshots of my account clearly showing the opposite of what they say. They have provided no records as off contradicting my records. They still maintain the blame lies in the payment amount, billing timing, billing amount, or autopay schedule despite sending them screenshots and repeated correspondence. I would have understood if there had been a technology issue they needed to study and sort out. But the statements being given to me are clearly false if they took any time to view the records.I wish to be able to trust that the financial payment service is capable of analyzing and fixing the issue rather than continue to worry that their system may fail in other ways, leaving me at risk of possible eviction every monthly period.

  Business Response

  Date: 10/16/2023

  Hello *****, 

  Thank you for taking the time to write us with your concern. We looked into your account and can confirm that the information you were told by the rep you were originally dealing with is correct. It just seems like there may be some confusion regarding how your autopay works, so we will attempt to provide some additional clarification. Your autopay is currently set up as variable, which means that your autopay will only run on the designated date if a balance is populated by your properties account software. On the date your autopay was scheduled to run, October 3rd, balance information had not been populated on the account, so a payment was not submitted. You would have been sent an email notification that your autopay did not run due to no balance being populated. Since your autopay running is entirely dependant on balance information being populated by your property, it would be recommended to review your account on the scheduled submission date to ensure your payment was submitted. This will help mitigate any issues of being late. If you have any additional questions about your autopay or how it works, please don't hesitate to give us a call at ************, or open a support case at ***************************************************

   

  Warm regards, The Zego Team

• Initial Complaint

  Date:10/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Zego fraudulently charged my account for the current remaining balance of $3898.61 which was an inaccurate balance and I only owed $1875.00 but it hadnt been updated yet, to my credit card. I was not planning on charging it to my credit card. I logged on and before I could press any buttons I got an email saying I was charged. There was also no option to even pay when I logged on, so I couldnt have authorized it if I wanted to. I called zego and theyre saying I authorized it, which I absolutely did not, as I didnt even owe that amount. Theyre system messed up and charged me and now theyre refusing to right the wrong. I reported the fraud to my CC company. I also found a class action lawsuit against them (no surprise) and intend to become a part of it and fight it. Horrible company.

  Business Response

  Date: 10/11/2023

  Hello *****, 

  We take resident satisfaction seriously, and appreciate you providing feedback. Hopefully we can help provide some clarification in regards to this transaction. Our internal logs show that this was a user submitted payment, meaning that the account was accessed via username and password, and a payment was then submitted. As a third party, we are not directly aware of what may or may not be owed on an account. Any balance information populated on the account is provided by your properties accounting software.  From what we can infer, when the payment in question was made, a populated balance of $3898.61 was on the account. From this point on, the user has the ability to enter an alternate amount, or proceed with what is populated. The payment process also affords a user multiple opportunities not to proceed with the payment as there are several steps one must take in order to complete the transaction. These steps include choosing a form a payment, and then a final review page that will list the total to be charged. From there a user has to finalize the payment, and in doing so, they are confirming all charges are accurate. Given all the steps that must be taken in order to submit a payment, it is highly unlikely that one is submitted immediately upon log in. As for a resolution, since the payment has posted and paid out to your property, any refund would need to be directly requested through them, as Zego needs their direct authorization in order to proceed with a refund, as they hold the funds. 

  If you have any additional questions, or would like further assistance regarding this matter, please don't hesitate to give us a call at ************, or open a support case at ***************************************************

  Warm regards,The Zego Team

• Initial Complaint

  Date:10/04/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** charged my credit card three times for my monthly rent for Village Green. Staff was rude Would not accept an email with ********** statement showing three charges for rent payment. Will also not refund the credit card fees for 2 of the charges that were not authorized to begin with

  Business Response

  Date: 10/05/2023

  Thank you for taking the time to provide feedback about your experience with ****. We sincerely apologize for the negative experience you had with our customer support service. When looking at your account, we are only able to see two charges made in October, with of of those being refunded by your property. We would be more than happy to investigate the third charge that you are seeing, but to do so, we would need an official running bank statement showing the charges from October 1st to the present day. Please note, we can not accept screenshots of online banking. It will need to be an official statement from Chase. Once acquired, you can create a support case using this link *****************************************************. Regarding the service fees, per our policy, once a payment has processed, service fees our non-refundable. 

   

  Warm Regards,The Zego Team

• Initial Complaint

  Date:09/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Zego is the 3rd party payment system used by my property management. I went to pay my rent for the month as I normally do on 9/22/2023 and occurred upon an error. When I refreshed the page to screenshot my confirmation of payment there were two charges. Upon checking my banking records there were also two charges. Instead of them fixing the issue of double payment on there end, Ive been through the ringer of the property management pointing the finger at Zego and Zego pointing the finger at the property management. Clearly there was glitch in the system of Zego because I have it in writing from them stating there was an error and asking for written approval of the refund from the property management. Which they received.

  Business Response

  Date: 10/09/2023

  Hello,We sincerely apologize for any inconvenience or frustration.We have received the authorization from your property, however, in order to proceed with the refund, we need direct authorization from the management company, which we are still waiting to receive. Unfortunately, we cannot proceed with the refund process until that is received. 

• Initial Complaint

  Date:09/12/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This merchant has charged me several times without my authorization. I have tried to reach out to the merchant and am not able to locate any contact information. I would like a refund for the 4 payments of $25 that were charged to my account without my consent or authorization.

  Business Response

  Date: 09/21/2023

  Thank you for contacting Zego (A Global Payments Company). Our records show that your payment was returned by your bank for insufficient funds.Per the terms and conditions of use agreed upon by each user to utilize the Zego system, there is a non-refundable $25 *** fee assessed to the account holder in the event a payment returns for *** by the account holders bank. On each confirmation page it states:** E-check Transactions: In the event that my bank returns this transaction for Insufficient Funds (***), I authorize Zego to assess and process an automatic $25 *** Fee to the same account from which this payment was initiated.Furthermore the Zego system will attempt to debit the *** fee from your account twice, and if it is unsuccessful in its second attempt to retrieve the fee then it will stop immediately.Please note, Zego does not have any control over fees assessed by your bank or property management company.Thank you again for contacting us. Please let us know if you have any questions or need further clarification.

  Customer Answer

  Date: 09/21/2023

  I am unhappy with zego attempting to withdraw 25$ from my account without my consent. I never agreed to use zego but I have to use them because that is the system that my HOA uses. Furthermore my bank never charged me any fees so I do not understand what the point of zego charging my 25$ is for??? That is 20% of the amount I owed. I have never heard of a fee that is more than 20% of the actual amount. This type of scam needs to stop. The consumers are suffering from this type of scandal while these institutions are getting rich off of unethical fees. 

  Business Response

  Date: 09/22/2023

  Thank you for your response. We understand your frustration, however the terms and conditions for using our service are displayed to you prior to making a payment. By clicking submit, you give **** the authorization to assess and process a flat $25 fee to your account in the event that your bank rejects the transaction for insufficient funds. NSF fees, like overdraft fees, are an industry standard and commonly charged for a bounced payment.

  Customer Answer

  Date: 10/04/2023

  I never clicked submit. NSF fee is a fee charged by my bank not by your industry. Please refund me otherwise I will need to take action. I did not authorize you to charge my account without my permission. 

• Initial Complaint

  Date:09/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  august 10, 2023 my daughter was charged $500 for the rent paying option which there should have not been a charge. at first it was DEBT LOGIC **** Resident and then according to the bank it was Paylease; I called the phone number provided and now its Zego; I have been on hold with Zego for over 20 minutes.

  Business Response

  Date: 09/11/2023

  Hello,
  
  We take resident satisfaction seriously, and appreciate you providing feedback. Hopefully we can help provide some clarification in regards to this transaction. Zego is a third party payment processor that processes payments for property management companies. The charge that you are seeing on your banking statement was processed by ****, but remitted to the company, **********, which is a collections company. Unfortunately, as we are just the processor, we would not be able to provide any clarification on what the charge was for specifically. For that, you would need to reach out to ********** directly. 
  
  
  If you have any questions, please don't hesitate to give us a call at ************, or open a support case at ***************************************************
  
  Warm regards,
  
  The Zego Team

• Initial Complaint

  Date:08/10/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is an app that I pay my lease thru every month for the month 7/3/23 I paid my lease on 7/27/23 without my authorization they try to charge again for my lease I dont have auto pay so my bank is charging me plus zego is charging for not having funds when it wasnt even time to pay for my lease I called them twice already first time they couldnt help me they told me to call the next day I did and they hang up on me and they havent done nothing about it

  Business Response

  Date: 08/14/2023

  Hello,We take resident satisfaction seriously, and appreciate you providing feedback. Hopefully we can help provide some clarification in regards to this transaction. You are correct in that you did not have an AutoPay set up on your account. However, our logs show that your account was accessed on July 27th, and a payment submitted. When the payment was submitted, we attempted to pull the funds from the bank account you provided, but your bank would not allow us to process the payment due to insufficient funds in the account. Per the terms and conditions agreed to prior to submitting a payment, an insufficient funds (NSF) fee of $25 will be charged to the account holder should the payment be returned for insufficient funds. This disclaimer is displayed on the Review & Submit page before the payment is processed. You may opt to use or decline the service at this point, before the payment is submitted. By submitting the payment, you agreed to the terms and conditions of our NSF policy displayed below:In the event that my bank returns this transaction for insufficient funds (NSF), I authorize Zego to assess and process an automatic NSF Fee to the same account from which this payment was initiated. If you have any questions, please don't hesitate to give us a call at ************, or open a support case at *************************************************** Warm regards,The Zego Team

  Customer Answer

  Date: 08/16/2023

  I always pay my lease on the third of the month I never. I never use the app during 7/27/23 to make a payment and never during this three years living on the apartments Ive ever made my lease payment twice. Im not satisfied with your response. This has to be investigated. Plus Im not the only one with complaining about this.

• Initial Complaint

  Date:07/19/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is very unethic bussiness, I got charged $70 *** fee on 05/2022. The bank I am using is **** of America, they already cancelled all the *** fee since 01/2022. This unethic businees over charged my fee and hide their term in the contract. Hope you get b*nkr*pt in the coming recession..

  Business Response

  Date: 07/20/2023

  This resident made a payment on April 2nd, 2023. Their payment returned due to insufficient funds on April 7th 2023. Per our disclaimer, stating that *** fees will be incurred, we charged them $25 for the *** fee on April 7th, 2023. We did not charge $70 for the ***. The additional charge came from either their ******************* Company or from their bank for overdraft fees which was explained to the resident on the case they submitted with our team. 

  Customer Answer

  Date: 07/20/2023

  Even though you didn't charge up to $75, but you are the upstream of this benefit chain. You allow your partners to charge unethical fees and you charge them yourself as well.
  You help them to collect this unethical money and promote this sinful business model. The bank itself do not charge any NSF fee, but why do you still charge them?
  Those banks already confessed their sin, but you guys continue doing it. Shame of you!
  

  Business Response

  Date: 07/25/2023

  Thank you for your reply. The disclaimer that you agreed to at the time of payment states that an NSF fee will be charged in the event that your payment returns for insufficient funds. The additional fees were not charged by us and we are not able to see who charged those fees to you. We do not have the ability to stop a different company from charging you fees. We would be happy to reach out to you directly if you would like to discuss further.